For Banking, the 170 complaints equates to 0.22 complaints per 1,000 accounts.

For Home Finance, the 305 complaints equates to 3.37 complaints per 1,000 accounts.

We received 1,246 complaints about General Insurance (GI) and Pure Protection (PP), which equates to 20.95 complaints per 1,000 policies. Of these, 1,221 (98%) were in relation to the alleged mis-sale of Mortgage Payment Protection Insurance (MPPI) or Payment Protection Insurance (PPI), of which only 89 (7%) were upheld. Of the 1,221 MPPI/PPI complaints received, 519 (43%) were referred via Claims Management Companies, of which only 29 (6%) were upheld.

The 15 complaints under Decumulation, Life and Pensions relate to historic endowment policies, the investigation for which takes longer than other complaints, due to information being required from external third parties. As the Society stopped selling endowments in March, 1988, it does not have a relevant metric for comparison.

Please note: The above table reflects the standard format prescribed by the Financial Services Authority (the predecessor regulator to the Financial Conduct Authority and the Prudential Regulation Authority) for reporting complaints performance in the various product areas.

Which products fall into the above categories?

Banking

This includes:

Current accounts;

Credit cards;

Unregulated loans

Savings (including ISAs); and

Other banking.

Home Finance

This includes:

Mortgages, including buy-to-let, equity release and loans to people with impaired credit histories; and

Other regulated home finance products

General Insurance and Pure Protection

This includes:

Payment Protection Insurance;

General insurance (such as household and buildings and contents);

Critical illness; and

Other pure protection

Decumulation, Life and Pensions

This includes:

Personal pensions and FSAVCs;

Investment linked annuities;

Income drawdown products;

Endowments; and

Other decumulation, life and pensions

Investments

This includes:

Investment bonds;

PEPs/ISAs (excluding cash ISAs);

Investment trusts;

Unit trusts/OEICs;

Structured products; and

Other investment products/funds

Customer Service Commitment

The Society’s commitment to our customers is enshrined in our mission statement, which is “To be Britain’s most successful Building Society by 2022”.

As an independent mutual, our members are also our customers and we work hard to ensure they receive the products and service that meet their needs. In the latest independent customer survey, 96%* of our members said that they would be happy to recommend us to their friends or family whilst 95% of customers were satisfied with our service. However, should a customer feel that their interaction with the Society has fallen short of their expectations, we will always investigate and resolve any issue as quickly and efficiently as possible

The Society is covered by the Financial Ombudsman Service. The Society offers some savings products that may be operated through branches and by post and certain products which can be operated by post only.

Leeds Building Society is a member of the Building Societies Association.

Leeds Building Society is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority (FCA) and the Prudential Regulation Authority. Leeds Building Society is registered on the Financial Services Register under number 164992. You can check this on the FCA website at www.fca.org.uk/firms/systems-reporting/register or by calling 0800 111 6768. Buy to Let mortgages which are for business purposes are exempt from FCA Rules.

* We may monitor and/or record your telephone conversations with the Society to ensure consistent service levels and for colleague training purposes.